Instead, customer journey mapping gives equal weight and importance to the entire experience, according to Robbins. “It’s the basis for delivering intentional customer experiences,” he said.

Without understanding the customer's journey, companies struggle to provide relevant, helpful content. A 2019 Gartner survey reported that 82% of organizations had created customer journey maps.

A Customer Journey map is a visual or graphic interpretation of the overall story from an individual’s perspective of their relationship with an organization, service, product or brand, over ...

A stunning 83% of customer experience professionals report disappointing results from their firms' customer journey mapping efforts. Here’s how to avoid a similar fate.

Key Points A customer journey map is a visualization tool showing how someone engages with your product. A process map visualizes all steps of the process, allowing for a quick understanding of ...

However, the process of journey mapping also comes with some intrinsic benefits that are too valuable to ignore. Here are three of my favorites and how to act on them.

SEO’s part in the customer experience journey For optimal success, it’s vital to harmonize your marketing efforts with the nuanced pathways of the customer experience journey. This holistic ...

So, a good customer journey map should look at the entire CX — all their interactions with your business, regardless of which team handles which channel. It also helps to look at how they move ...

Croud’s Chris Ford argues that the best customer journey mapping is all about understanding why we do what we do – and that investing in that insight can pay dividends.